As part of managing the ________ component of service quality,Edward always makes sure the team's mascot is roaming around the sports venue interacting with fans during games and at off-field events where the public is invited.

Question

Quizplus · Accepted Answer

The component of service quality being referred to in this scenario is intangibility, as the presence of the team mascot is a non-physical element that cannot be touched or directly observed. The mascot's interaction with fans is meant to enhance the overall experience and perception of the service, which is an important aspect of managing intangibility in service quality. Reliability is related to consistency and dependability of service, empathy refers to understanding and addressing customer needs and concerns, and assurance pertains to building trust and confidence through knowledge and professionalism.

As Part of Managing the ________ Component of Service Quality,Edward